Customer Service

Our Guarantee &Terms of Trade

Because we want you to love our products as much as we do we offer a 100% guarantee.   If for any reason there is a problem with your order, please Contact Us immediately so we can rectify this for you. 

We carefully check each item before it leaves our store.  However, if on the rare chance it is damaged in transit and you need to return it to us, we will refund the postage and replace the item for you.

If, on receipt of the item, you decide you wish to send it back for any other reason, please return it within 7 days, unused, and we will refund your payment or exchange it for another item, whichever you prefer. Please note that we cannot refund your return freight cost unless we have made a mistake with your order or it has been damaged in transit and we do require prior notification from you by email if you wish to return an item.  We cannot accept back any items that have been worn, used or altered in any way or where any attached labels have been removed. We do appreciate however that sometimes you may change your mind about an item and we will try to accommodate you in every way we can so that you are completely satisfied with our service and products.

Customer Security

We can assure you that your online transactions with Eyebright are completely secure.  They are proccessed through DPS Payment Express.

Payment

Payment for your order can be made either by Credit Card using the internationally recognised DPS sercure system (Visa, Mastercard or Amex) or by Direct Banking.  As you make your purchase and go through the payment section you will find our bank account details as an option should you prefer.

Delivery

For deliveries within NZ, for everything except silk flowers, we use NZ Couriers.  They provide an excellent track and trace system and delivery is generally the day following dispatch. The cost of delivery within NZ for orders under $100, except for large paintings & furniture, is $6.  For all orders over $100 delivery is FREE. For delivery of silk flowers we use Fastway which takes 2 days unless it is to a rural delivery address which can take an extra day.The price for the delivery of silk flowers is the same. Orders are proccessed as soon as payment has been cleared.  This is generally the next working day after you have placed your order.

For international deliveries we use NZ Post International Air which, at normal times of the year,  takes 3 to 10 working days. The cost of delivery is calculated as you place your order according to the weight of the items.  Many of our items are very lightweight and you will be surprised at the relatively inexpensive cost of sending our goods overseas. International Jewellery orders are insured and amounts over $300 are couriered. We personally subsidise the cost of this.

If ordering silk flowers for overseas delivery we will contact you on receipt of your order with options for postage.  Silk Flowers are surprisingly inexpensive to send overseas.

Giftwrapping

We are very happy to Giftwrap items on your behalf.  We specialise in beautiful giftwrapping at our retail store and the same service applies to our online customers. Please make sure to tell us if you want your item(s) giftwrapped and details of any messages. You can either purchase one of our Giftcards in which we can write your message or we will use our standard small card for which there is no charge.

Privacy Policy

We are online shoppers ourselves and know how vital the privacy of each customer's personal information is.  We will therefore not disclose any of your personal details to any other party under any condition whatsoever.  You will only be sent our newsletters if you have asked to Sign Up to our website.  You can unsubscribe any time by  simply going to Contact Us and writing Unsubscribe in the Your Query section. 

Sales support

We try to provide the very best service possible and get goods to you as quickly as we can. If however, due to unforseen circumstances, there is likely to be a delay in sending your items we will notify you immediately.

For any queries please click here to go to our Contact Us page.

Customer Feedback

We welcome customer feedback.  Please let us know if there are ways that we can improve our service or if there are products you would like to see us stock.
Every suggestion helps us to make our store better for you.